Call Center Manager Job in Lagos
Job Description
Are you an experienced Call Center Manager Job in Lagos candidate ready to take full ownership of sales performance and team leadership? An international company in the dietary supplements and health and wellness industry is seeking a strong, execution focused leader to head its Lagos call center operations.
This organization is committed to helping people improve their health and overall quality of life. The team works with customers who have already expressed interest in its products, using a consultative sales approach to understand individual needs and recommend effective solutions.
About the Call Center Manager Job in Lagos
This Call Center Manager Job in Lagos is designed for a disciplined sales leader who delivers measurable results. The successful candidate will manage the entire call center operation in Lagos, including people management, sales execution, revenue growth, and process control.
You will report directly to the Country CEO and collaborate with headquarters teams including Commercial, Sales Operations, and Quality Assurance. Headquarters will provide operational support such as scripts, CRM systems, analytics, telephony tools, and structured training programs. Your responsibility will be to ensure strong implementation and consistent performance on the ground.
Key Responsibilities
People and Team Leadership
- Recruit, onboard, and manage sales operators
- Supervise attendance, scheduling, productivity, and discipline
- Drive team motivation and accountability
- Manage performance reviews, resolve disputes, and handle terminations when necessary
Sales and Revenue Management
- Lead consultative sales using needs diagnosis and structured questioning techniques
- Strengthen closing discipline across the team
- Take full ownership of sales targets and revenue outcomes
- Ensure accurate tracking of performance metrics
Coaching and Quality Assurance
- Conduct regular call monitoring and performance reviews
- Hold one on one coaching sessions to improve objection handling
- Deliver group training sessions focused on conversion improvement
- Maintain high standards for customer experience and call quality
Cash on Delivery Funnel Oversight
- Manage the full sales funnel from productivity to conversion and paid orders
- Reduce cancellations and returns through proper expectation setting
- Strengthen follow up processes and objection handling skills
Operations and Reporting
- Set daily and weekly sales targets
- Enforce strict CRM compliance and data accuracy
- Prepare daily performance reports and weekly comparisons of plan versus actual results
- Escalate key issues and insights to headquarters
Collaboration with Headquarters
- Implement corporate standards, scripts, and performance improvements
- Provide structured feedback on the Lagos market, including trends and challenges
Requirements for This Role
Essential Qualifications
- Proven experience managing a sales call center team in Nigeria as a Team Lead, Supervisor, or Head of Call Center
- Strong consultative selling ability with a focus on customer needs assessment
- High level of discipline and commitment to clean, accurate reporting
- Experience in recruitment, onboarding, and termination processes
- Working knowledge of CRM systems
Preferred Skills
- Experience working with Cash on Delivery sales models in Nigeria
- Understanding of cancellation rates, return rates, and buyout performance
- Proficiency in Excel or Google Sheets for reporting and data summaries
- Familiarity with call center analytics tools
What You Will Gain
- Competitive base salary based on experience
- Performance based bonus directly linked to Lagos sales results
- Transparent incentive structure with clear earning potential
- Comprehensive support from headquarters including tools, scripts, and quality feedback
- Clear pathway to senior leadership roles
- Dynamic, multicultural, and performance focused work environment
Selection Process
- Introductory call with the Country CEO
- Interview with headquarters team
- Short assessment based on a sales funnel scenario
- Second interview with presentation of test assignment
- Final discussion and job offer
How to Apply
Interested candidates should submit their CV along with brief responses to the following questions:
- What was your team size and management structure?
- What product did you personally sell and what product did your team sell?
- Which key metrics were you responsible for, such as sales, quality, or buyout rates?
- Do you have hands on experience with recruitment and termination?
If you are ready to lead a high performance team and take full responsibility for results, this Call Center Manager Job in Lagos offers the opportunity to make a measurable impact while advancing your leadership career.
